Some changes or situations can affect your cover or the journeys recorded by your black box. Here’s when you should get in touch.
If you’re driving your car abroad
Before taking your car overseas:
- Check that your destination is covered by reading the policy wording available in the Customer Portal.
- Contact our team to tell us about your plans.
- Make sure you understand the cover that applies while you’re away.
Where overseas driving is covered, you’ll usually have the minimum level of cover required (Third Party Only). This normally covers damage or injury caused to someone else, but not loss of or damage to your own car following an accident, fire, theft or malicious damage.
Always check your policy wording and speak to us before travelling, as restrictions and exclusions may apply.
If your car is going to a garage
Please contact us before taking your car to a garage for repairs or maintenance. You should also tell the mechanic that a black box is fitted.
Theo may record journeys made by the garage while your car is in its care. As the policyholder, you’re responsible for the journeys recorded by the device, so make sure the garage understands this before handing over your keys.
If you’re going on holiday
If you’re going abroad and leaving your car at home, let us know before you travel.
Your black box (or telematics device) won’t record any journeys while the car isn’t being driven. Telling us you’re away helps us understand that the lack of journeys is expected and not the result of a problem with your device.
If you’re having trouble with your black box
If we’ve asked you to charge or reset your black box, check your latest trips in the Better Driver by Carrot app to see whether it has worked.
Journeys can take time to appear. If a trip you made more than 72 hours ago is still missing:
- Contact us to explain what has happened.
- Let us know that you’ve already charged or reset the device.
- Don’t repeat the process unless we ask you to.
We’ll help you work out what to do next.
We’re here to help
Keeping Carrot informed means we can support you along the way. If you’re ever unsure what to do, just get in touch and our team will be happy to help.